How to create outbound tickets and log Phone Calls in Helpdesk

Learn how to manually create tickets in Klaviyo Helpdesk. You can log offline interactions (such as phone calls) to keep your customer records complete, or proactively reach out to customers via email or SMS, when available for your account.

Overview

Klaviyo Helpdesk allows you to centralize all customer interactions. While most tickets are created automatically when a customer contacts you, there are two common scenarios where you need to create a ticket manually:

1. Logging a closed ticket: Documenting a conversation that happened outside of Klaviyo (e.g., a phone call or in-store visit).
2. Creating an open ticket: Initiating a new outbound conversation with a customer (e.g., sending a proactive update about an order).

Both workflows require an existing Klaviyo profile. If the customer does not have a profile, create it before starting.

Log a closed ticket (phone or offline)

Use this workflow to record interactions that have already been resolved on another channel, such as a phone call. This helps you keep a history of support interactions associated with the customer.

1. In Helpdesk, click the Create ticket (+) button at the top of the panel.

2. Search for the customer: In Select profile, enter the customer's name, email, or phone number, then select the correct profile from the results.
   • Note: You must select an existing profile. If the customer does not exist in Klaviyo, you must create their profile first.
3. Select ticket type: Choose Closed Ticket.
   • This creates the ticket with a closed status. Select Manual in the next step to log an interaction from outside Helpdesk, such as a phone call.
4. Select channel: Choose Manual.
5. Add details:
   • Note: Enter a summary of the conversation. A note is required to create the ticket.
   • Tags: Optionally, add relevant tags (e.g., Phone Support, Resolved) to help with reporting later.
6. Click Create to save the ticket. When the success notification appears, click its ticket link to open the record.

Create a new outbound ticket (email or SMS)

Use this workflow to start a new conversation with a customer via email or SMS. SMS must be available for your account, and the customer must have consented to receive text messages.

1. In Helpdesk, click the Create ticket (+) button at the top of the panel.
2. Search for the customer: In Select profile, search for and select the existing customer profile you wish to contact.
3. Select ticket type: Choose Open Ticket.
4. Select channel: Choose Email or SMS.
   • Channel availability: If SMS is grayed out and labeled Coming soon, outbound SMS is not enabled for your account. Choose Email if it is available.
   • Consent: SMS is not shown as an option if the customer has not consented to receive text messages.
5. Compose your message. For email, also enter a Subject; SMS does not have a subject field. You can optionally add tags.
6. Click Create. A message is required, along with a subject for email. When the success notification appears, click its ticket link to open the new ticket.

Limitations

• Social channels: Currently, you cannot manually create outbound tickets for WhatsApp or Instagram due to platform restrictions regarding 24-hour messaging windows.

Best practices

• Tagging: Use consistent tags for manually logged tickets. For example, a tag like Channel: Phone helps you identify phone interactions that you logged using the Manual channel and group them for reporting.